General Website Queries

How safe is your website? Can I shop with confidence?

Our website complies with industry standards through SSL (Secure Socket Layer) encryption, meaning personal information such as your name, address and password (if you have an account) are encrypted before they’re transferred from your computer to our website. You’ll also see a padlock symbol in your browser’s address bar that shows that the website is secure. We do NOT store any payment details such as credit or debit card numbers on our systems, and all payment processing is provided in a secure environment by our payment partner, Sage Pay, who conform to all PCI DSS compliance standards.

How do I get in touch with the Customer Services Team at Osprey Europe?

Our Customer Services Team is available between 8.30am and 5pm, Monday to Friday (excluding Bank Holidays in England). You can either call us on +44 (0)1202 946444 or send us an email to care@ospreyeurope.com

If your enquiry is related to an order you have placed, please make sure you include your Order Number on the email you send or you quote it to the Customer Services Advisor so we can deal with it efficiently.

Do you have a newsletter that I can sign up to?

Click on the 'Subscribe to Osprey News' link at the bottom of the page to subscribe to our newsletter and be kept up-to-date with new product launches, Athlete news and general information about Osprey Europe. If later you want to stop receiving the newsletter just click on the ‘unsubscribe from the list’ link at the bottom of the emails we send you.

Where can I find my nearest Osprey-approved dealer?

There seem to be some problems with your website.

If you’re having trouble using our website or paying for a pack you wish to buy, first see if you’ve installed the latest update to your operating system, browser or other software (e.g. Java). If you’re then still experiencing issues, please send an email to our Technical Team at technical@ospreyeurope.com including as much of the following information as you can:

The page URL you were trying to access (e.g. https://www.ospreyeurope.com)

The date and time that you experienced the problem

If an error message appeared on the screen, it would really help if you could take a screen shot (press the ‘Print Screen’ button (to the right of your ‘F’ keys, top right of your keyboard) then paste into the email you send us).

I added a pack to ‘My Bag’ but it’s now unavailable. Can you let me know when it becomes available?

I added a pack to ‘My Bag’ and it’s no longer there. What’s happened?

If you have an account with us and are signed in when you add the pack, then it will stay in ‘Shopping Bag’ for up to 4 weeks, but may become ‘out of stock’ during that time if the pack is bought by someone else. If you aren’t signed in to your account, the pack will only stay in ‘Shopping Bag’ for 1 hour.

What is ‘Wishlist’ and how does it work?

If you see a pack that you like whilst browsing our site, you can add it to your ‘Wishlist’. You’ll then be able to store it here, or email it to friends or family as an idea for a present. You’ll need to register and log in to your account to use this feature. But please be aware that the pack you add to your Wishlist will still be available for someone to buy and won’t be reserved for you until you proceed to Checkout. You’ll find links to Wishlist on the product detail page (below ‘Add to Bag’) or in the ‘My Account’ area.

Do I need to create an account to buy from your website?

What are the benefits of creating an account?

Once you’ve created an account, you can save packs you’re interested in to your ‘Wishlist’, view & track order statuses, create and store shipping addresses and manage newsletter preferences and account details.

Can I close my account?

Ordering

How do I order from your website?

Once you’ve found the product you want to buy and have selected the colour you’d like, simply click the ‘Add to Bag’ button. The product will then be added to ‘Shopping Bag’: you’ll see the bag icon at the top right of the page and we’ll display the total number of products that have been added to ‘Shopping Bag’ alongside this icon. You can add multiple products to ‘Shopping Bag’ during your visit(s) and once you’re ready to place your order, click on ‘Checkout’ to start the ordering process.

If you’ve previously set up an account, then simply enter your log-in details, check your billing and delivery addresses are still correct, then proceed to payment.

If you’re a new customer, then you do not have to register with us to place an order. Just click on ‘new customer’ and complete your billing and delivery address details. If however you would like to create an account, simply tick the ‘create an account for later use’ box at the checkout. With an account you will be able to track your delivery and review previous orders.

How do I know that I’ve successfully placed an order?

Once you’ve been through the checkout process, you’ll see a screen that will confirm your order has been submitted and you’ll also be shown your Order Number. You will receive a confirmation email containing the same information: please check your inbox and also your junk/spam folder. Order emails will be sent from ‘care@ospreyeurope.com’. If you don’t receive your confirmation email, please contact our Customer Services Team.

Payments

How do I pay for my order?

Who is responsible for the transaction through the website?

We, Osprey Europe are responsible for the website transaction. When processing a transaction you’ll be referred to Sage Pay’s (our payment service provider) secure payment page, which is indicated by the https at the beginning of the URL (SSL).

I’m having problems with making a payment. What should I do?

If you are having problems making a payment using the site, please call +44 (0)1202 946444 (Monday to Friday, 8.30am to 5.00pm (UK time) excluding bank holidays in England). Please note, whilst we are responsible for the transaction, this is an area over which we have very little control.

My payment has been declined. What do I do?

The first thing to check is that you entered all of your card details correctly, and that the billing address you entered matches the address that your card issuer/PayPal holds for your account. If the problem still persists, then we recommend that you contact your card issuer/PayPal. Please note, this is an area over which we have very little control.

What are ‘Verified by Visa’ and MasterCard SecureCode?

These are both schemes deployed by card issuers to combat online fraud. If you’ve signed up to either Verified by Visa or MasterCard SecureCode then a form will appear after you’ve entered your card details asking you to enter the password that you have registered.

If you haven’t signed up to either scheme, but your card is eligible, then your card issuer may show you a form suggesting that you sign up. You are able to register immediately or indicate that you wish to do so at a later date. To find out more about these schemes, please visit Verified by Visa or MasterCard SecureCode.

The payment screen has frozen. What has happened?

In a small number of instances the payment screen may freeze due to an issue in connecting to your card issuer’s page to complete the additional ‘Verified by Visa’ or ‘MasterCard SecureCode’ security checks. This is almost certainly due to the preferences set within your browser. We suggest you try to process the transaction using another browser (for example use Firefox instead of Internet Explorer). If the problem still persists, please email technical@ospreyeurope.com with your contact details and as much of the following as possible:

The page URL you were trying to access (e.g. https://www.ospreyeurope.com)

The date and time that you experienced the problem

If an error message appeared on the screen, it would really help if you take a screen shot (press the ‘Print Screen’ button (to the right of your ‘F’ keys, top right of your keyboard) then paste into the email you send us)

I've tried to place an order but haven’t had an order confirmation email, but money has left my account. What has happened?

First check your email spam folder. The confirmation email will have been sent from orders@ospreyeurope.com. If you still can’t see your order confirmation email, please contact our Customer Services Team who will check to see if your order has been placed on our system. If you failed to reach the order confirmation screen it’s unlikely that your order was successful. However, if money has left your account, please be assured that it will be returned by your card issuer or PayPal. Osprey Europe will only keep a payment once an Order Number has been issued, and the items purchased have been dispatched.

Will you inform me when my order has been shipped?

Yes. When your order is processed and dispatched from our warehouse, you will receive an email informing you that your parcel has been shipped. You may also be able to track the delivery of your order via our carrier’s website (dependent upon the country we’re shipping to). You can also log in to ‘My Account’ to retrieve this information.

How long should I allow for my parcel to reach me?

Our standard delivery is between 1 and 6 days, depending on the country to which the parcel is sent. Please note that adverse weather conditions can seriously impact these delivery times.

We make every effort to deliver products within the above timescales, however delays are occasionally inevitable. If you don’t receive your goods within the time quoted above, please contact customer services on +44 (0)1202 946444. If we fail to deliver your order within 30 days we’ll notify you of the reason for the delay and you may cancel your order and we will provide you with a refund for the products not delivered. We will have no other liability to you in the event of delay in delivery.

Do I have to sign for my parcel?

What happens if I am out when the carrier tries to deliver my parcel?

The carrier will try one further delivery to the address specified. If there is no-one available to sign for the parcel on the second occasion, the parcel will be taken to your local Post Office for collection. For customers outside of the UK, if there is no one available to sign the carrier will take the parcel to your local Post Office or depot. You will be left a card to inform you where to collect your parcel.

Do you deliver to BFPO addresses?

My order is being delivered to an address outside of the UK. Will I be charged import duty?

If you live in a country that is a member of the EU, then no import duty will need to be paid. If you live outside of the EU, then you will be liable for any local sales tax or import duty as we ship these countries on a DDU basis (Delivery Duty Unpaid).

Policies on customs do vary from country to country, so we recommend that you speak with your local customs office for specific information.

Osprey Europe can’t be held responsible for confiscation of any items by local customs authorities, and have no control over import charges and can’t confirm their costs. You’ll need to provide any required information to local authorities to ensure your parcel(s) are cleared.

My order has been delivered, but there are items missing.

We’re sorry that you have item(s) missing from your order, but please note that due to the size of our packs, purchases may be dispatched as two separate deliveries. We recommend reviewing your Order Confirmation email first as this will indicate the expected delivery date for each item. The next step would be to track your order online via the carrier’s website, where applicable. If you have checked both of these and you still believe that there are item(s) missing, please call our Customer Services team on +44 (0) 1202 946444. Our opening hours are 8.30am to 5pm (UK time) Monday to Friday (excluding Bank Holidays in England).

Once I have placed my order, can I change the delivery address?

Returns & cancellations

Can I cancel or amend my order?

If you wish to cancel your order, please inform us in writing by emailing care@ospreyeurope.com, ensuring you quote your Order Number in all correspondence. Providing it hasn’t yet been dispatched from our warehouse we’ll happily cancel it for you and process your refund. Once it’s dispatched you’ll need to wait for it to arrive and then you can return for a refund – see How do I return a product?

Unfortunately we can’t amend your order once it’s been placed (e.g. change the colour or add another pack). If you change your mind, you’ll need to cancel your order and place another one.

I’ve received the wrong product in my order

We apologise if you’ve received the wrong product. Please call our Customer Services Team on +44 (0)1202 946444. Our opening hours are 8.30am to 5pm Monday to Friday (excluding Bank Holidays in England). Alternatively, please send us an email, quoting your Order Number to care@ospreyeurope.com or return the product to us for a refund, see How do I return a product?

I’ve received a faulty item

We’re really sorry that this has happened, and we want you to be fully satisfied with your Osprey product. If you would like to report delivery of a faulty item, please click here to be taken to our All Mighty Guarantee page.

If you need any further assistance, please contact our Customer Services Team. You can call on +44 (0)1202 946444. Our opening hours are 8.30am to 5pm Monday to Friday (excluding Bank Holidays in England). Alternatively, please send us an email, quoting your Order Number to care@ospreyeurope.com.If sending an email, please describe the issue and if possible attach a photo of the fault. To return the product please go to How do I return a product?

What is your policy on returns?

We want all of our customers to be 100% happy with their purchase. If you need to return an unused item to us, you can do so within 30 days of receiving it. The returned items must be returned unused and with all original packaging, tags & labels.

Note – we won’t issue a refund for products customised to your requirements (unless they are faulty) nor if the product has been used, damaged or tampered with. This does not affect your statutory rights.

How do I return a product?

When returning the item(s), please provide us with all original packaging, tags & labels.

Complete this form to tell us why you're returning your item. If the product is damaged or faulty, clearly mark what the issues are and where there is damage.

Put the item(s) you wish to return in a box taking care to protect the contents.

Cut out the return label in the return form and attach to the box.

Wrap the original packaging around the box and securely seal it. If the original packaging has been lost or damaged, please use alternative packaging to securely wrap the box.

Take the wrapped parcel to your nearest Post Office. We strongly advise that you ask for Proof of Postage or a recorded-delivery service for your peace of mind, as all parcels are returned at your risk. We can’t accept liability for items that are lost in transit.

Until the products are returned to us, you must not use them and must take reasonable care of them and ensure that they are returned to us in a re-saleable condition.

Please note the address to return items is:

Osprey Europe Limited

Talon House

Aston Way

Poole

Dorset

BH12 4FE

United Kingdom

We recommend that you return products from outside the UK by post via the Post Office. Using a courier service could mean that your returned items are held up in customs and you may need to pay any fees incurred.

Do you refund delivery charges?

If you cancel your order within the 7 day cooling off period under the Distance Selling Regulations, or if you are returning a faulty product or a product sent to you in substitution or error, we will refund any standard delivery charges that you paid, but not any charges for enhanced delivery services such as Timed next day. If you return a product in any other circumstances we don’t refund delivery charges.

Do I have to pay for returning a product?

You are responsible for paying for returns, unless there has been an error on our part or because the product is faulty, then we will cover reasonable postage costs which you incur in returning the item on receipt of evidence of these costs.

Can I return an item to one of your dealers' stores?

I’ve not received a full refund

We’re very sorry if we’ve made a mistake in refunding your order. Do please remember that in certain circumstances we do not refund the delivery charge. In the event that you’ve received an incorrect refund, please call our Customer Services Team on +44 (0)1202 946444 who will do their best to resolve it quickly and efficiently.

Will you inform me once you’ve received my returned product(s)?

Yes, we will email you as soon as we have received your returned item(s). Please allow up to 10 days for us to receive your return from the day you posted it if you’re in the UK, or 21 days if you are returning items from outside the UK.

How quickly will my refund show on my account?

We aim to process all refunds within 5 working days, although during busy periods this may vary. If you paid by a card, please also allow up to an additional 5 working days for your bank to handle the credit and post it to your account. Osprey Europe has no control over this part of the refund process.

I bought one of your products from one of your dealers' stores and it is faulty. Can I send it back to you for a refund?

Osprey Apps

Can I download the Osprey Apps?

You can download either BikeLight or PackSizer Apps FREE by clicking on the links on the website. The most suitable packs for the BikeLight App are the Beta Port and Cyber Port pack. The PackSizer App measures your torso size, helping you to order the correct sized pack for maximum comfort.

If you have any issues using our apps please email technical@ospreyeurope.com with your contact details and details of your issue.

Packing your Pack

What is the best way to pack a pack?

Your pack can withstand a great deal of weight due to its quality build and design. It is recommended however, that you pack your pack correctly to ensure there isn’t an uneven weight being carried on your back. Please find instructions on how to pack your pack below.

When packing your pack, you want the pack to adopt a tall, thin profile. To achieve this, be sure to use the red internal compression strap and compress the contents solidly using the external compression straps.

Remember to maintain side-to-side balance as well – a pack that leans over to one side places excessive pressure on your spine and irritates your shoulders. Make a point of getting as much gear inside the pack as possible.

Odds and ends strapped on all over the outside of the pack wreak havoc with balance, especially if they are free to swing around. Finally, the top pocket has a tendency to become the repository for many, many small items that add up to significant weight and often make the pack distinctly top-heavy – be careful!

Sign up to our newsletter for a chance to win an Osprey Axis 18!

Equally at home in the urban jungle or the outdoor playground, the Axis 18 is ready for commute or canyon. Plus, when you sign up to our newsletter you’ll be the first to know about new products and more competitions.

We will be giving away 1 x Axis 18 pack this month to 1 x lucky subscriber of our newsletter when you sign up between the 1st December and 31st December 2016.You must be 18 or over to enter and reside in the UK/EU. Winner will be selected at random from all sign up’s received between the promotion period.Click here for full terms & conditions.